Question 1

To be actionable (likely to result in a lawsuit), abusive language must be false.

Accepted Answer

A) True 
 B)False

Question 2

____________________ is the ability to understand and enter into the feelings of another.

Accepted Answer

The answer of ____________________ is the ability to understand and...

Question 3

In which of the following sentences has the bad news been placed in a subordinate clause?

Accepted Answer

A) Although our wellness program must be discontinued, all other benefits will remain the same. 
B) Although all other benefits will remain the same, we must discontinue our wellness program. 
C) Our wellness program must be discontinued. 
D) We are sorry to announce that our wellness program must be discontinued.

Question 4

Which of the following sentences most effectively implies the refusal?

Accepted Answer

A) I'm sorry that I won't be able to speak at your annual conference, but I'd like to be considered in future years. 
B) Although I'll be in Southeast Asia on business on the date of your annual conference, I could speak to members prior to that date. 
C) Although I am unavailable to speak at your annual conference, I can recommend another speaker. 
D) Thank you for your kind invitation to speak at this year's annual conference.

Question 5

Which of the following would be the most effective statement in a bad-news letter declining an invitation to speak to a professional organization?

Accepted Answer

A) Although I'm already booked the night of your dinner, I would be happy to speak to your organization sometime next year. 
B) I regret to inform you that I am unable to speak to your professional organization. 
C) I'm not interested in addressing your professional organization. 
D) Although I'm not authorized to tell you why, I can't speak at your dinner.

Question 6

When denying a claim, use a statement such as If you had read the instruction booklet that came with the air conditioner, you would have known to change the filter every three months to let the customer know why the claim must be refused.

Accepted Answer

A) True 
 B)False

Question 7

Cassandra will be writing a bad-news letter to a customer and wants to follow the four-part indirect plan. In what order should she organize her letter?

Accepted Answer

A) bad news, reasons, buffer, closing 
B) buffer, bad news, reasons, closing 
C) buffer, reasons, bad news, closing 
D) reasons, bad news, buffer, closing

Question 8

Peter must deny an employee's request to work from home two days a week. Which of the following is the best way to begin this bad-news message?

Accepted Answer

A) I have your letter of May 31 in which you ask to work from home two days a week. 
B) You are an extremely valued member of our team, and we all benefit from being able to work with you face-to-face on a daily basis. 
C) Thank you for your request. 
D) No, I cannot allow you to work from home two days a week.

Question 9

A(n) ___________ is defined as an "admission of blameworthiness and regret for an undesirable event."

Accepted Answer

The answer of A(n) ___________ is defined as an "admission...

Question 10

Which of the following statements describes the purpose of the indirect strategy?

Accepted Answer

A) The indirect organizational strategy allows the writer to be manipulative and unethical, because the main idea is deliberately delayed. 
B) When you use the indirect strategy, your motives are to deceive the reader and to hide the news. 
C) Because the indirect strategy provides a setting in which to announce bad news, it should be used to avoid the truth. 
D) The indirect strategy delays negative news and attempts to soften the impact in order to ensure that the reader will be open to listening to your news and the reasons for it.

Question 11

Which of the following would be the most effective statement in a letter to a local charitable organization refusing its request for a donation?

Accepted Answer

A) Even though our budget won't allow a contribution this year, we hope to be able to contribute next year. 
B) Please accept our sincerest apologies for being unable to donate to your cause. 
C) We are unable to contribute this year because of budget constraints. 
D) Unfortunately, company policy prevents us from donating to your cause.

Question 12

Ayesha's company will be raising the prices of its basic services, and Ayesha must write to customers to inform them of these increases. What is the most important thing she should do when writing this message?

Accepted Answer

A) She should prove that all her competitors are raising prices too. 
B) She should explain the reasons and hook the increase to benefits. 
C) She should apologize to her customers. 
D) She should promise a rate decrease in the future when the economy improves.

Question 13

Which of the following is NOT one of the goals in communicating negative news?

Accepted Answer

A) to help the receiver understand the negative news 
B) to show your desire to continue pleasant relations with the receiver 
C) to hide the real reason for the negative news 
D) to maintain a professional and positive image of you and your corporation

Question 14

Saara must deliver bad news to her staff in person, and she knows they'll be upset. What should Saara do first to prepare for the meeting?

Accepted Answer

A) She should practise what she will say during the meeting. 
B) She should call each staff member to give them fair warning that bad news is coming. 
C) She should gather all relevant information. 
D) She should hire a bodyguard.

Question 15

A neutral or positive opening that reduces shock or pain and does not reveal the negative news is called a(n) ____________________.

Accepted Answer

The answer of A neutral or positive opening that reduces...

Question 16

What is the purpose of a buffer statement in a negative message?

Accepted Answer

A) to ensure that the company avoids legal liability 
B) to reduce the reader's shock or pain related to the bad news 
C) to inform the reader of the reasons for the bad news 
D) to explain company policy regarding the bad-news message

Question 17

Alexander has included this opening statement in a bad-news message to a client: We both realize that the current economic downturn has resulted in lower stock prices. What kind of buffer is this?

Accepted Answer

A) compliment 
B) agreement 
C) appreciation 
D) best news

Question 18

Closing a bad-news message with a statement such as Visit our website soon for our summer concert schedule uses ____________________ information or sales promotion to encourage the customer's continued patronage.

Accepted Answer

The answer of Closing a bad-news message with a statement...

Question 19

You cannot be prosecuted for transmitting a harassing or libellous message if you post it to a social networking site such as Facebook or Twitter.

Accepted Answer

A) True 
 B)False

Question 20

Because employees act as agents of their organizations, their words, decisions, and opinions are assumed to represent those of the organization.

Accepted Answer

A) True 
 B)False

Exam 9: Negative Messages

To be actionable (likely to result in a lawsuit), abusive language must be false.

____________________ is the ability to understand and enter into the feelings of another.

In which of the following sentences has the bad news been placed in a subordinate clause?

Which of the following sentences most effectively implies the refusal?

Which of the following would be the most effective statement in a bad-news letter declining an invitation to speak to a professional organization?

When denying a claim, use a statement such as If you had read the instruction booklet that came with the air conditioner, you would have known to change the filter every three months to let the customer know why the claim must be refused.

Cassandra will be writing a bad-news letter to a customer and wants to follow the four-part indirect plan. In what order should she organize her letter?

Peter must deny an employee's request to work from home two days a week. Which of the following is the best way to begin this bad-news message?

A(n) ___________ is defined as an "admission of blameworthiness and regret for an undesirable event."

Which of the following statements describes the purpose of the indirect strategy?

Which of the following would be the most effective statement in a letter to a local charitable organization refusing its request for a donation?

Ayesha's company will be raising the prices of its basic services, and Ayesha must write to customers to inform them of these increases. What is the most important thing she should do when writing this message?

Which of the following is NOT one of the goals in communicating negative news?

Saara must deliver bad news to her staff in person, and she knows they'll be upset. What should Saara do first to prepare for the meeting?

A neutral or positive opening that reduces shock or pain and does not reveal the negative news is called a(n) ____________________.

What is the purpose of a buffer statement in a negative message?

Alexander has included this opening statement in a bad-news message to a client: We both realize that the current economic downturn has resulted in lower stock prices. What kind of buffer is this?

Closing a bad-news message with a statement such as Visit our website soon for our summer concert schedule uses ____________________ information or sales promotion to encourage the customer's continued patronage.

You cannot be prosecuted for transmitting a harassing or libellous message if you post it to a social networking site such as Facebook or Twitter.

Because employees act as agents of their organizations, their words, decisions, and opinions are assumed to represent those of the organization.